Capability · Scheduling & practice rules
New patient registration
New patient registration lets people who are new to your practice join and book their first appointment in one conversation. Their record is ready in your system before they arrive, without your team typing it up.
At a glance
- What it does
- Registers new patients in your practice system and books their first appointment
- Channels
- Inbound calls, with additional channels available
- Integrations
- Your practice management system, such as Dentally
- What you can customise
- Which details are collected, which are required, how each is confirmed and what happens when one isn't given
- What your team sees
- New patient records and bookings in your system, and tasks for any details to follow up
- Setup
- Done for you by our team, around your new patient process
How it works
New patient registration is built around your practice. Our team does the setup work: we agree with you which details a new patient gives and how each one is handled, and Intavia follows that whenever someone new books.
- Plan: we agree with you which details new patients give for each appointment type, which are required and what happens when one isn't given.
- Understand: Intavia establishes whether the patient is new to the practice. Returning patients are identified and booked under their existing record.
- Rules: your booking rules decide which first appointment fits, such as a new patient examination, and available times are offered from your practice system.
- Collect: the details your practice needs are collected, such as name, date of birth, phone number, email and address. Key details are read back so the patient can confirm them.
- Register and book: once the patient confirms the appointment, their record is created in your system and the appointment is booked under it.
- Next step: a required detail the patient can't give passes the booking to your team, and an optional one can leave a task for your team to follow up.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Details collected | Which details new patients give for each appointment type, such as contact details, address or title |
| Required or optional | Which details a booking needs, and which it can go ahead without |
| Confirmation | How each detail is confirmed, such as reading it back or asking the patient to spell it |
| Order | The order details are asked in, and whether they're collected before or after times are offered |
| Patient category | Which category new patients are registered under, such as NHS or private, where your system uses one |
| Children | Whether a parent or guardian can register and book a new child, and which appointments that covers |
| Follow-up | What your team is asked to do when an optional detail isn't given |
| Hand-over | The situations that become a task or a transfer for your team |
| Fallbacks | Alternative routes that keep things moving, such as using the number the patient is calling from or passing the booking to your team |
Works together with
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
- Practice rules & policies: Your booking rules, cancellation policy and hand-off rules, followed on every call.
- Identity verification: Identity confirmed before personal details are shared, including for people calling on someone's behalf.
- 24/7 call answering: Inbound calls answered with a natural conversation, day or night.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- PMS & booking system integration: Live information from your practice system and appointments handled directly in it.
FAQs
Returning patients are recognised and booked under their existing record.
Yes, where your practice allows it. A parent or guardian can register a new child and book their first appointment, and your booking rules decide which appointments apply.
If email is optional for your practice, the booking goes ahead and, if you choose, your team gets a task to follow it up another way. If it's required, the booking is passed to your team.
New patient records can be created in practice management systems such as Dentally, Cliniko and PPS. Some systems need particular details, and our team sets these up for you.
Connected plans (Essential, Growth, Scale and Enterprise). On Lite, new patient details and booking requests are captured as tasks for your team to complete.
Yes. Tell your support team what you need and they update the setup. There's nothing for you to configure.